Customer Service Technical Trainer

OUC - The Reliable One, is presently seeking a Customer Service Technical Trainer to join the Customer Experience & Sales division. At OUC, we don't just work - we're building a bright future of innovation and transformation for future generations.

We are looking for an engaging and creative training professional to help OUC's Customer Experience & Sales employees build the knowledge and skills needed to deliver exceptional customer service. The ideal candidate communicates technical information clearly, creates a positive learning environment, and stays organized while adapting to different learning needs and changing priorities.

In this role, you will help develop and deliver new hire, refresher, and ongoing technical training, primarily for residential and commercial call center representatives. You will facilitate classroom and virtual instruction, create and update training materials and manuals, and provide hands-on guidance on customer service systems and processes. You will also help identify learning needs, develop assessments, evaluate training effectiveness, and support building employee confidence and strengthen performance.

OUC's mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions. Click here to learn more about what we do.

The ideal candidate will have:

• Bachelor's degree in Business, Organizational Development, Adult Learning or related field from an accredited college or university. In lieu of a degree, equivalent combination of education, training, certification and directly related experience may be substitutable on a 1:1 basis.
• Minimum three (3) years of experience in training and/or training development (required) with two (2) years' experience in training and development in a call center/customer service environment (preferred)
• Experience in organizational assessment, design, and implementation (preferred)
• Utility industry experience and experience using Oracle's Customer Care & Billing (CC&B) Software (preferred);
• Certified Professional in Talent Development (CPTD), formerly (CPLP) (preferred)

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:

• Competitive compensation
• Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period. Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
• Paid vacation, holidays, and sick time
• Educational and Professional assistance programs; Paid Memberships in Professional Associations
• Access to workout facilities at each location
• Paid Conference and Training Opportunities
• Hybrid work schedule

Click here to view our Benefits Summary.

Salary Range: $29.85 - $37.32 per hour commensurate with experience (estimated $62,088 - $77,625.60 annually)

Location: "The Greenest Building in Downtown"- Reliable Plaza, 100 W. Anderson St., Orlando, FL 32801

Applicants must be legally authorized to work in the United States at the time of application. This organization does not offer or sponsor employment visas for internship or full-time positions.

Job Purpose:

Supports the OUC Technical Training organization, concentrating on development and delivery of technical training for the customer experience and sales personnel.

Assists in the development of training assessment tools. Provides technical guidance and hands on training opportunities for Customer Experience and Sales and provides initial refresher and continual training for all appropriate personnel.

Primary Functions:

• Provide classroom based instruction for all areas in OUC's Customer Experience & Sales department through multiple modes of instruction while creating a positive learning atmosphere and ensuring compliance with all training policies and procedures;
• Assist in designing and developing training curriculum, to include enhancing, modifying, customizing, and updating; support the development of curriculum needed by customer experience operations and other supported business units;
• Ensure collaboration with the Training & Quality team and other customer service job groups;
• Assist in the development of training assessment tools such as tests and competency evaluation worksheets;
• Support efforts to determine effective instructional procedures and/or training methods such as individual training, group instruction, self-study techniques, demonstrations, and computer based training as appropriate;
• Assist with establishing metrics to properly demonstrate training performance measurements; Partner with leadership to conduct needs analyses to determine training needs and evaluate existing program;
• Assist in quality coaching and monitoring;
• Other duties as assigned.

Technical Requirements:

• Comprehensive knowledge of various types of job aids/instructional methods (i.e., individual training, group training, self-study techniques, demonstrations, computer-based training)

• Thorough knowledge in all; but not limited to the following:

• Customer Information System (Oracle Customer Care & Billing (CC&B), preferred)

• Meter Data Management (MDM)
• Unified communication platforms ( preferred)
• Screen-capture software (Snagit, preferred)
• Screen recorder & video editor (Camtasia,, preferred)
• Call recording
• eLearning software (Adobe Captivate Articulate, preferred)
• Team collaboration software (SharePoint, Webex, Microsoft Teams preferred)
• Learning Management System (Cornerstone, preferred)

• General knowledge of Outage Management System (OMS) software

• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.)
• Strong written communication and verbal presentation skills
• Some travel may be required to train at external call centers

Education/Certification/Years of Experience Requirements:

• Bachelor's degree in Business, Organizational Development, Adult Learning or related field from an accredited college or university. In lieu of a degree, equivalent combination of education, training, certification and directly related experience may be substitutable on a 1:1 basis.
• Minimum three (3) years of experience in training and/or training development (required) with two (2) years' experience in training and development in a call center/customer service environment (preferred)
• Experience in organizational assessment, design, and implementation (preferred)
• Utility industry experience and experience using Oracle's Customer Care & Billing (CC&B) Software (preferred);
• Certified Professional in Talent Development (CPTD), formerly (CPLP) (preferred)

Working Conditions:

This job may involve occasional exposure to some disagreeable elements such as dust, noise, cold, etc. Accidents are improbable other than minor injuries.

Physical Requirements:

This job requires constant sitting, speaking and hearing. This job requires constant typing, writing, and reading. This job requires frequent standing and walking. Additionally, this job may require frequent driving of a company vehicle. This job may require occasional reaching over head and lifting up to twenty (20) lbs.

OUC-The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.

EOE M/F/Vets/Disabled